No recipients error in outgoing emails
This guide aims to help you find a reason behind emails that are not sent out but placed in the error queue with the "no recipients" error.

Behaviour details

When you try to send a notification or a post-function email with Email This Issue, you might experience that some of your emails are not being sent.
Instead, they pile up in the Outgoing queue - Error queue. When you click on the queue item to expand it, the logs show that there are "No recipients":
Example of a "No recipients" error in the Error Queue

Explanation of the error

In the case of these errors, the emails are already created and they would be sent, but we cannot resolve the recipients (To or CC or BCC). If there is at least one valid email address in the recipients' list, we send the email to the valid address and this error is not displayed.
These errors are only present in emails sent by Email This Issue, Jira emails are not displayed in our logs.
In other words, the "no recipients" error is present when the only recipients in the outgoing email should not receive it due to certain restrictions.
After creating the email, we place it in the Outgoing mail queue for delivery. When this is not possible, we move it to the error queue and log the reasons for the delivery failure.
The reason for failure, in this case, is that there is a restriction in the Email This Issue settings that prevents all of the recipients from receiving the email (this could be only one recipient as well, for example when the reporter is the recipient but the "Include own changes" toggle is disabled in the notification settings).
These restrictions can be either settings in the notification or the post-function features, or if the recipient restrictions menu settings do not allow for the email to be sent out (either the recipient is NOT on a whitelist or IS on a blacklist).

How to solve it

There are some general reasons for this particular error are below, please always make sure to check these first:
  • if the recipient is inactive.
  • if the recipient restrictions apply to the recipient(s). To check this, navigate to Email This Issue administration - recipient restrictions and make sure that your settings match your requirements. For more information on Recipient restrictions, click here.
  • If your recipients are custom field values, always make sure that these custom fields have valid values at the time of sending the email
If these don't check out, follow the below steps depending on the type of email that is in your error queue.

Notification emails sent by Email This Issue

Please check and correct the following items in your Email Notification Schemes settings:
  • check that the recipients have access to the issue based on the JQL filter of the event notification (if you have JQL set up)
  • make sure that the Include Own Changes option is enabled. If not, enable it.
  • if your recipients are custom field values, make sure that we receive the values before creating the email. Some third-party addons can affect this, let us know in your support request if that's the case.

Workflow post-function emails sent by Email This Issue

Please check and correct the following items in your Wokflow post-function settings:
  • check that the recipients have access to the issue based on the JQL filter of the post-function (if you have JQL set up)
  • if your recipients are custom field values, make sure that we receive the values before creating the email. Some third-party addons can affect this, let us know in your support request if that's the case.